Customer Service Project Manager

Job SummaryThe Customer Service Project Manager is responsible for planning, implementing, and managing customer service projects focused on enhancing the customer experience and ensuring smooth front-line service delivery. The role oversees service standards, customer guidance processes, team readiness, and operational coordination while ensuring consistent and efficient service delivery.Key ResponsibilitiesLead customer service projects from planning and mobilization through implementation and operational handover.Develop and implement customer service processes, procedures, and service standards.Coordinate the readiness of front-line teams, including staffing, training, scheduling, and operational requirements.Ensure customers receive accurate guidance, support, and assistance throughout their service journey.Monitor on-floor service delivery and ensure compliance with established customer experience standards.Coordinate with Operations, HR, Training, Facilities, IT, and other supporting functions to ensure operational readiness.Monitor customer service KPIs, SLAs, customer feedback, and overall service performance.Identify service gaps and implement corrective actions and continuous improvement initiatives.Manage customer flow, service coordination, and operational requirements to maintain an organized customer experience.Act as a key point of contact for clients and stakeholders throughout project implementation.Conduct regular operational reviews and site visits to assess service quality and identify improvement opportunities.Prepare project reports, performance updates, and management presentations.Manage project risks, issues, dependencies, and changes affecting customer service delivery.Ensure a smooth transition from project implementation to ongoing operations.Qualifications & ExperienceBachelor’s degree in Business Administration, Management, Hospitality, or a related field.4+ years of experience in customer service, customer experience, service operations, or project management.Experience managing customer-facing operations or service delivery projects.Experience in mobilization, operational readiness, or service improvement projects.Strong stakeholder and client management skills.Strong communication, organizational, and problem-solving skills.PMP or equivalent project management certification is preferred.